Modules 1-8: Final Exam 2012

78 Questions | Total Attempts: 221

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Final Exam Quizzes & Trivia

Test your knowledge of Modules 1-8. Good luck!


Questions and Answers
  • 1. 
    What information is not reflected in the guarantee dates for Alaska and Hawaii? 
  • 2. 
    Which of the following is not of the CE brands?
    • A. 

      Birthday Express

    • B. 

      Halloween Express

    • C. 

      Costume Express

  • 3. 
    Where can you look to locate the number of in stock items for a particular product?
    • A. 

      Description Tab

    • B. 

      Quick Facts

    • C. 

      CSR Info Tab

    • D. 

      Customer Reviews

  • 4. 
    Both CE and BC offer a 110% price guarantee.
    • A. 

      True

    • B. 

      False

  • 5. 
    If a customer wanted to contact our company, what forms of contact are available to them? Check all that apply.
    • A. 

      Chat

    • B. 

      Email

    • C. 

      Phone

    • D. 

      Visit one of our store locations

  • 6. 
    If you should encounter a discrepancy on either website, who should you notify?
    • A. 

      The nearest floorwalker

    • B. 

      Your supervisor

    • C. 
    • D. 

      No one, the problem will fix itself

  • 7. 
    How does Buy Costumes determine the shipping cost for an order?
    • A. 

      Total dollar amount of the order

    • B. 

      Destination of the order

    • C. 

      Total weight of the order

    • D. 

      Based entirely on delivery date

  • 8. 
    A customer calls us on a Friday, 20 minutes before cut off time for the day, She wants a package priority delivered for Saturday. What do you do?
    • A. 

      Apologize, and tell her it's impossible.

    • B. 

      You place the order and assure the customer the package will arrive on Saturday.

    • C. 

      You verify Saturday delivery for her zip code, then place the order and assure the customer the package will arrive on Saturday.

  • 9. 
    Which of the following most impacts guarantee dates? Choose 2 answers.
    • A. 

      Cut off times

    • B. 

      Shipping methods

    • C. 

      Size of items

    • D. 

      Total amount of the order

  • 10. 
    Which orders get guaranteed promise dates for delivery?
    • A. 

      Domestic orders

    • B. 

      International orders

    • C. 

      All orders

    • D. 

      Only orders with Express and Premium service

  • 11. 
    What carriers do we contract with for delivery (choose all that apply)?
    • A. 

      The United States Postal Service

    • B. 

      UPS

    • C. 

      FedEx

    • D. 

      Canada Post

    • E. 

      Australia Post

    • F. 

      DHL

  • 12. 
    What do cut off times signify for the customer?
    • A. 

      The time of day the guaranteed promise date changes

    • B. 

      The time of day the distribution center closes

    • C. 

      When the orders can no longer be placed for the day

    • D. 

      Break time for the call center

  • 13. 
    BuyCostumes and Celebrate Express ship to army bases.
    • A. 

      True

    • B. 

      False

  • 14. 
    How will a customer know they are being charged an oversized handling fee? Choose all that apply.
    • A. 

      Once the order is submitted

    • B. 

      A red icon will appear by the product

    • C. 

      The handling charge will be mentioned in the product description

  • 15. 
    What is a guaranteed promise date for domestic packages?
    • A. 

      The date by which their package will leave our distribution center

    • B. 

      The date by which the order will be processed

    • C. 

      The date by which the package will be delivered to the customer's doorstep

    • D. 

      None of the above

  • 16. 
    How does Celebrate Express determine the shipping cost of an order?
    • A. 

      Total weight of the order

    • B. 

      Based entirely on delivery date

    • C. 

      It's a flat rate from UPS

    • D. 

      Total dollar amount of the order

  • 17. 
    A Canadian customer calls us 4 days before their event. They want to place an order, using UPS Express Saver. What do you do?
    • A. 

      Tell the customer how stupid they are for ordering so late.

    • B. 

      Place the order and provide a guaranteed delivery date.

    • C. 

      Place the order, but explain that we cannot guarantee delivery dates for international orders due to customs.

  • 18. 
     During the checkout process, when does the customer learn of their delivery date?
    • A. 

      After entering their credit card information

    • B. 

      When the customer chooses their method of delivery.

    • C. 

      After the order has been submitted.

    • D. 

      Before adding the items to the customer's shopping cart.

  • 19. 
    How many coupons or promotional codes is a customer allowed to use during a purchase? 
    • A. 

      Only one coupon

    • B. 

      One for shipping and one other coupon

    • C. 

      We don't allow coupons

    • D. 

      It is up to the representative

  • 20. 
    If a customer was interested in purchasing a product, what would you need to verify with the customer before putting the item into the cart?
    • A. 

      The name of the item

    • B. 

      The quantity the customer would like

    • C. 

      Verify the price

    • D. 

      All of the above

  • 21. 
    A customer is planning a party and has selected a party pack, but needs some extra plates and napkins. They will have to purchase an additional party pack.
    • A. 

      True

    • B. 

      False

  • 22. 
    How many sales offers are you required to make during a CE sales call?
    • A. 

      None

    • B. 

      Four

    • C. 

      Three

    • D. 

      At least one

  • 23. 
    After everything the customer wants is placed into the shopping cart, what should you do first?
    • A. 

      Ask for the credit card information

    • B. 

      Ask the customer when the event date is

    • C. 

      Ask the customer where they would like to ship the order

    • D. 

      Ask the customer if they have any promotional codes or offers

  • 24. 
    Once a credit request is submitted by a CSR, it is automatically processed and the customer's card is credited right away.
    • A. 

      True

    • B. 

      False

  • 25. 
    It is okay for a customer to do an exchange, and to add any items they would like to the new order.
    • A. 

      True

    • B. 

      False

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